HDI Support Center Director course

HDI Support Center Director

Course Overview:

Gaining senior management support and effectively communicating the pivotal role of the support center is crucial to any support operation's success. For this reason, the support center director must serve as a support leader and strategically align the support center to the organization.
In this course for support center directors, you will learn to develop and execute strategic plans that will take your organization to the next level. You will discover how to realize greater return on investment, develop and maintain formal procedures for increased productivity and consistency, and manage customer perceptions.
This course is designed to assist you in preparing for the HDI Support Center Director (HDI-SCD) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase and exam must be taken within 12 weeks of course completion.

Course Objectives:

Assessment strategies for the support center
How to quantify your support center's value and maximize return on investment
Twelve-step process and decision matrix for selecting technologies and vendors
The requirements of an effective service catalog
How to align support strategies with business goals and objectives
Knowledge management processes that can save you time and money
Strategies for workforce management, coaching, team building, and succession planning
How to justify a service improvement project with a business case
Valuable reporting tools: balanced scorecard, morning report, and executive brief
Selecting the right leading and lagging indicators
Course Pre-Requisite

Course Outline
1. Executive Leadership
Role of the Support Center Director
Support Center Maturity
Managing as a Business
Best Practices and Frameworks
2. Business Planning and Strategy
Building the Strategy
Strengths, Weaknesses, Opportunities, and Threats
IT Financial Management
Cost, Value, and Return on Investment
Managing Expectations
3. Support Center Processes
IT Service Management
ITIL Service Support
ITIL Service Delivery
Knowledge Management
4. Tools and Technology
Technology Strategies
Determining Technology Needs
Managing Vendor Relationships
5. Metrics and Quality Assurance
Operational Metrics
Performance Reporting
Continuous Improvement
6. People Management
Sourcing Strategies
Workforce Management
Team Building
7. Organizational Development
Managing Organizational Change
Global Awareness and Diversity
Service Ethics
8. Marketing the Support Center
Promoting Value
Successful Marketing
9. Creating a Business Case
The Purpose of a Business Case
The Anatomy of a Business Case
Presenting the Business Case
Certification Exams
N/A
Next Steps
Speak with our National Account Managers for information.

Delivery Modalities:

  • Live Instructor-Led
  • Live Online Instructor-Led

Delivery Methods:

  • Individual Training
  • Group Training
  • Onsite-Private Training
  • Hybrid Training

Course Days: 3 Days

Course Schedules:

Call us for schedules Tel: 1-800-618-6778

Price: $3400.00 US

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